Troubleshooting Unable to Unload Reagents on the NextSeq 500/550

Occasionally, a NextSeq 500/550 may become stuck on the 'Unloading Reagent Cartridge' screen during a wash or run setup. This can be a result of a communication issue between the hardware and software preventing the reagents from unloading properly.

Troubleshooting Steps:

• If the NextSeq Control Software (NCS) is not frozen:

  1. Exit back to the Main Menu

  2. Select 'Manage Instrument'

  3. Select 'Unload Consumables'

  4. If unable to unload, close and restart NCS

  5. If still unable to load, power cycle the instrument

• If the NCS is frozen:

  1. Open 'Task Manager'

  2. Locate 'NextSeq Control Software' or 'Instrument Shell'

  3. Right-click and select 'end task'

  4. Re-launch NCS and proceed with wash/run setup upon successful initialization

  5. If the issue persists, power cycle instrument\*

If the issue still persists after power cycling, contact Illumina Technical Support for assistance.

For any feedback or questions regarding this article (Illumina Knowledge Article #2726), contact Illumina Technical Support [e-mail].